In this episode, we dive deep into the insights and experiences of Patrick Quattlebaum, co-founder of the renowned service design agency Harmonic Design. With Harmonic's recent 5th anniversary, I seized the opportunity to discuss what Patrick learned along this journey. You'll hear inspiring perspectives on the challenges of running a service design agency, the essence of effective leadership, and the future of our field. We also delve into the highly anticipated sequel to his co-authored book, "Orchestrating Experiences," which has become a classic in our industry, transforming how companies approach customer experience. Coincidentally, as the book also celebrated its 5-year milestone this year, we explore how the landscape has evolved since its publication and the new chapters Patrick would include. Prepare for some surprising insights. This conversation is unlike what you're used to on the Show, mainly thanks to the Harmonic Design team's collaboration in helping me shape the questions. Their contribution created a truly unique episode. If you're ready for an insightful and light-hearted discussion with one of the icons in our field, don't miss this episode. A big thanks to Patrick for being such a good sport and allowing me to throw some curveball questions at him :) Enjoy the episode! --- [ 1. GUIDE ] --- 00:00 Welcome to episode 179 02:00 What excites you 08:00 Service design cocktail 10:30 Proudest moments 14:00 Biggest surprise in the pandemic 17:00 Orchestrating experiences 25:00 The next chapter 27:15 Challenging situations 33:00 Leadership traits 36:30 Vision for the future 42:30 Importance of role models 45:15 The perfect dinner 47:00 Influence of service design 49:30 Who is your inspiration 51:00 What needs an iteration 54:00 Secret ritual 55:00 Alternative career 57:15 Words of wisdom --- [ 2. LINKS ] --- https://www.linkedin.com/in/ptquattlebaum/ https://thisisharmonic.com https://rosenfeldmedia.com/books/orchestrating-experiences/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle

Ben Reason, founder of LiveWork Studio and co-author on service design, teams up with Patrick Quattlebaum, founder of Harmonic Design, to discuss the future of service design. They explore its evolution and the need for deeper integration with practices like agile and product management. The pair emphasizes the importance of communication across organizations, particularly in complex industries like healthcare. They also introduce an upcoming conference aimed at inspiring a new generation of service designers with real-world case studies and innovative methodologies.

In this podcast, Patrick Quattlebaum, co-author of 'Orchestrating Experiences' and a key figure at Harmonic, discusses the significance of staying true to one's purpose, the importance of self-care in the entrepreneurial journey, and the diverse applications of service design in today's organizations. They also explore the difference between complex and complicated design and the characteristics of good and bad clients for Harmonic Design.